Passenger Service Duty Officer Flynas MED Station

About the Role

Swissport KSA is seeking a Passenger Service Duty Officer for Flynas MED Station in Al Madinah, Medina. This full-time role involves managing and directing activities within the passenger services department, ensuring the provision of safe and quality ground handling services to customers. The Duty Officer is overall accountable for above-wing operations at the terminal.

Key Responsibilities

• Provide leadership and work direction to Passenger Handling teams.
• Ensure compliance with departmental Key Performance Indicators (KPIs).
• Monitor all handling services at the Terminal for scheduled and ad-hoc operations.
• Oversee attendance of all Passenger Handling staff (Check-In, Lost & Found, MAAS/PRM).
• Conduct briefings with Passenger Handling teams before operations commence.
• Liaise with shift supervisors on daily duty allocations and coordinate resource utilization.
• Ensure all positions (Check-In Counters, Transfer desk & Arrivals) are opened as per Service Level Agreements (SLAs).
• Monitor and coordinate gate and transfer desk processes per flight according to SLAs.
• Liaise with the MAAS/PRM team for special handling requests (WCHR/UM/DEPU).
• Monitor and coordinate flight close-out as per SLAs and dispatch paperwork.
• Manage queues at the departure terminal to ensure seamless operations.
• Participate in periodic performance reviews and disciplinary sessions for staff.
• Engage with customers and authorities, maintaining presence at the terminal during operations.
• Conduct spot checks at the arrival hall to ensure pre-flight setup is complete.
• Monitor first bag/last bag offload processes at arrivals.
• Review AHL/OHD lists and update files at the end of each shift.
• Ensure deviations from daily operations (*, extra flights, charters, delayed flights) are properly covered and reconciled.
• Monitor and cross-check that all post-flight paperwork and activities are finalized.
• Hold debriefings with teams as required.
• Investigate operational irregularities at the terminal and submit reports/recommendations.
• Report occurrences, events, violations, and acts that may affect safety, security, and company reputation.
• Maintain and enforce company policies.
• Maintain an accurate log of support tools (radios, mobile phones, tablets, WCHRs) and report defects.
• Issue long-term planning/allocations (next 24H) and cross-check resources (manpower and equipment).
• Ensure data capture and daily reports are accurate and promptly submitted using Swissport reporting tools.
• Generate a summary report of all terminal activities after the shift.
• Liaise and coordinate with the Duty Officer Ramp to ensure on-time flight dispatch.
• Carry out any additional duties as instructed by management.

Experience Requirements

Candidates should possess 2-5 years of relevant experience in a similar capacity within passenger services or ground handling operations.

Work Environment

This is a full-time position based at the Flynas MED Station in Al Madinah, Medina, requiring active presence at the terminal during operational hours.